Terms and conditions

Project Estimates

During the consultation prior to starting your project we will work with you to determine how many hours of work you may require. It is not always possible to accurately estimate this number, and some projects may require more time than initially thought. We will work closely with you throughout your project, and will give you notice if we believe that the project is going to exceed the initially estimated timeframe and gain your approval to continue.

Estimates are always given in good faith and on the basis of previous experience with similar projects.

Should the time spent on a project exceed the estimate, you will be charged as agreed per organiser for the hours worked at your home, rounded down to the nearest 15 minutes. Should the time be less than previously estimated, you will only be charged for the time spent at your home.


You or The Home Organisation may need to reschedule a session once booked. All rescheduled sessions must be completed within two months of the original time and session date, unless otherwise agreed. Where it is the case that a session is not rebooked within this time, as a result of the client’s actions, THO reserves the right to retain the paid deposit and cancel the planned session. There is no charge for rescheduling a session. 

Cancellations made more than 7 days in advance of a session will be refunded in full. If a cancellation is made in less than three working days of a session, THO reserves the right to retain the deposit.

Following a cancellation, any products (including delivery fees) purchased for the exclusive use of the client, which cannot be returned, will be charged in full and arrangements can be made for you to collect those products from SW London.

Confidentiality and Privacy

The Home Organisation (THO) provides complete discretion and confidentiality, and will never disclose any personal or private information without your consent. 

Any general information about your project, used for the purposes of illustrating how our services work, and for inspiring others via our website or social media channels in the form of case studies, will be completely anonymous, with no identifying information unless we have received your express permission.


The Home Organisation will use photography from your project for planning purposes. We may also use photographs from your project as an example of our work to inspire others on our website and social media channels. These photographs are the property of The Home Organisation. Any photographs used publically will be anonymous with no reference to any personal or identifying information, unless we have received your express permission.

Hours of Work

One session typically lasts 7 working hours, and starts at 9am. When decluttering with you, THO will always work at your pace, as it can be physically and emotionally demanding. Breaks can be taken as you wish, but these are included within the session time. A short lunch break of no more than 30 minutes will be taken during full day sessions. You will not be charged for this time. You are not expected to supply any food or drinks during the session.

Limits of Work

The Home Organisation will work with you to help you achieve the state of organisation and tidiness discussed during the initial consultation and planning stages of your project. This process may involve moving small items, but the moving of any heavy items will need to be discussed and facilitated separately from the normal decluttering and organising services.

Best Advice

Advice is always given in good faith, and the decision as to whether or not to follow such advice is entirely yours. The Home Organisation cannot accept responsibility for such decisions. 

THO is not a valuer of goods, and cannot provide advice on the value of art or other items of special value or rarity. You are advised to seek your own valuations of such work.


The Home Organisation will always handle your possessions with care. In the case of accidental damage or loss, however caused, THO will not be held liable. It is your responsibility to ensure you have adequate and appropriate insurance for your possessions. 

The Home Organisation holds Public Liability and Professional Indemity insurance with Westminster Insurance.

Travel and parking

Travel costs within TFL zones 1-4 are included within the agreed service cost. Travel expenses will be charged for any projects taking place outside of these zones, or in the case of a project location being in excess of a 15 minute walk from a tube/train station. These charges will be pre-agreed. Congestion, ULEZ and parking changes will also apply.


Please ensure there is good access immediately outside and inside your premises. If access to your home or premises is restricted, unsafe or unsanitary, THO reserves the right to limit or cancel the session without refund of any deposit, and to charge for expenses incurred. You have a duty of care to ensure that your premises are safe and clean to work in, and you agree to disclose any circumstances which might present a risk as soon as you are aware of them.


The Home Organisation does not operate a cleaning service.

Removal of items

The Home Organisation works with you, the client, with your own belongings. Any items not belonging to you can only be disposed of with the express consent of the owner. It is your responsibility to obtain that consent, and THO will not be liable for any items disposed of in error. Items to be removed from your premises, either for disposal or to other locations, will be at your own discretion and you accept responsibility for all or any items disposed of in the decluttering process. Disposal will not take place without your authorisation. Any loss incurred through such removal will be borne by you. 

THO encourages recycling or donating items to registered charities wherever possible, and is happy to help with such disposal. For charitable donations, THO can arrange for a free charity collection, or for larger items/volumes can arrange for an agency to collect them from your premises for an additional fee.

Product assembly and wall mounted items

The Home Organisation is happy to assemble small pieces of furniture as part of your project. For the assembly of larger items, or for wall mounting larger items, such as shelving, THO works with a handyman to complete these tasks at an additional fee. 

Please note that assembled items can not be returned or refunded. It is your responsibility to ensure that you are happy with the items purchased prior to assembly or installation. Any costs incurred for undamaged, fit for purpose items, will be borne by the client.

Third party services

The Home Organisation may make suggestions on additional products and services by third parties. All suggestions are made in good faith, with expectations of high levels of quality and service. THO does not accept any responsibility or liability should the products or services cause you direct or consequential loss or damage. 

THO accepts no liability for your relationship with such service providers, and you must be happy that their services and prices are appropriate for you.

Purchase and return of organisation products

The Home Organisation will plan and source all organisational products required for your project, as agreed in the planning stages. Smaller items (boxes and dividers etc) will be provided and delivered to your home by THO. This service is included in your basic service charge. 

The purchase of larger items, such as pieces of furniture or shelving, will be the responsibility of the client following recommendation and agreement with THO, unless otherwise discussed. The sourcing of such items, plus any bespoke/unusual smaller items, will be subject to a discretionary, additional shopping charge of £50 plus 10% of the total value of items plus VAT.

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